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Frequently Ask
Questions

General

Made a mistake while ordering? For one-off deliveries, you can cancel or change your order before it leaves our warehouse by our Customer Service team.

If you're an Auto Delivery customer, you can change your order at any time by logging into your account and selecting the Order Management tab and making your desired changes from there. For further details, please see our Terms and Conditions, available here.

Please note:

We cannot issue credits or refunds unless you have first spoken to ourObay Customer Support Centreas we need to issue you with a returns number and address before you send any items back to us. Without these, we will be unable to process your return and refund the cost of your item(s).

Returns Terms & Conditions:

We accept returns for up to 21 days from purchase, providing it is unopened and in original condition (including packaging), original owner's manuals, warranty card and any included accessories that the product came with. For these purchases you can return your order for exchange or store credit.

You can return your order for a refund in cases where the product was shipped in our error or it is otherwise considered to be faulty on arrival, not fit for the intended purpose. Items returned after 21 days may not qualify for a refund or may incur an extra restocking fee.

The customer is responsible for the cost of an item's return unless there was an error on our behalf. Return shipping costs are not dictated or managed by Obay and will be, at all times, subject to third party courier or postage terms and costs.

Obay Customer Support Centremust be contacted before returning goods. We can only offer refunds when we have arranged this with you.

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

If you require further information about our refundspolicy, please see our Returns Policy.

Damaged or Faulty Items:

If you received a damaged shipment or product, please email photos of the damaged item to info@obay.com.au, include your invoice number and name, and we will work with you to resolve the issue.

No, you don't have to register to browse the site. You will need to register though if you want to make a purchase and proceed to the checkout. Registration is simple and by registering your details, means that your details are saved for next time you order, saving you time in the future. Also, if you have a "unique vet code", by including this at the time of registering it will activate your discounts on all products on the site. Your login and password will allow you to manage your personal details on the site.
Click on the "forgot password" link and a password reset email will be sent to your emailaddress you registered with. Please use the link to reset the password.
By registering your vet's unique code, discounts may be applied to most products on the site. This is your vet's way of rewarding you for your loyalty.
Check with your veterinarian. If your vet is not participating in this programme then email our support team at info@obay.com.au and we can provide you with a list of vets participating in your area.
The unique vet code is case sensitive. So please ensure that you enter the letters using CAPITAL letters. If you have only just registered, you may have to log-out and then log back in for the code to take effect.
To ensure that our e-mails are delivered to your inbox (not to bulk or junk mail folders), please add info@obay.com.au to your e-mail address book or safe list.

Shipping & Deliveries

When you place an order online with Obay, you will receive a confirmation email from AusPost(or a third party postage or delivery provider) with a tracking number when dispatched that you can use to track your order on its journey to your doorstep. Check the AusPostwebsite for delivery time estimates, or if you think there might be an issue, feel free to contact us.
We have fixed shipping charges, so you know exactly what the cost will be when you order. Postage and handling is $15.00 per order Australia wide and FREE shipping for orders of $99.00 or more for general pet products!
We ship to residential or business postal addresses all over Australia, we are happy to deliver to your workplace for easy delivery: just make sure you include your business name and details on the shipping address to make sure your order arrives promptly.
Most orders are shipped using Australia Post eParcel Express service. All parcels are uniquely identified or bar-coded so that we can track and monitor the delivery status of your order. We use Australia Post automated notification service regarding shipment and tracking of all orders, please ensure noreply@notifications.auspost.com.au email address is added to your safe senders list in your email application to receive these notices.If nobody is present when Australia Post attempts to deliver your parcel, they may leave a calling card, or you may receive an email from AusPost for you to pick up your consignment from your nearest Australia Post outlet. Due to the value of most orders all shipments are sent requiring a signature on delivery and we cannot comply with instructions to leave parcels when the premises is unattended so please make arrangements for this for your pending delivery or your parcel will be returned to the LPO for collection.
Sure we can! And AusPost parcel lockers,just note that if your order is too large for a Parcel Locker, it maybe be taken to the nearest post office or Parcel Collect location for pickup.
Yes you can, just make sure you have the receiver’s name and address listed as the ship to address on the order.
We will do our utmost to ensure that your order is dispatched within 2 working days of receiving your order. Please allow 10 working days for delivery by Australia Post. Because most orders are delivered via AusPost we cannot specify specific delivery times and the order will arrive with your regular mail. Please note eParcel post requires a signature and authorities to leave are not excepted.
All prices are in Australian dollars and include 10% GST.

Product Information

Products may be found by typing the Product name into the search box. Products may be sorted by Product name, Description, Stock, Category or by Price. Products may also be found in the drop-down category menu ie. Flea & Tick Control. Each product is accompanied by animage of the pack to assist with easy identification of products.
If you would like to purchase a product and it is not in stock, rather than an "Add to Cart" button you will see an "Alert Me" button. In My Account you can manage if you would like to receive email alerts for products in My Alerts. You will be emailed when the product is re-stocked.
Once you have found your product, add the number of units you would like to purchase and click on the "ADD TO CART" box.
At any time, you can view the number of items you have placed in your Shopping Cart on the top right-hand corner of your screen. To see a detailed listing of your Shopping Cart and to remove any items, just click on the "Shopping Cart" button on the top right-hand corner of your screen.
Unfortunately, we do not offer additional discounts for bulk purchases.We offer competitive prices on the website for customers due to our continued business relationships with suppliers. We also offer a pricing commitment for our Auto Delivery customers.

Check out and Payment Options

Click on the "Shopping Cart" link on the top right-hand corner of your screen. This will take you to your Shopping Cart page where you can finalise your order and proceed to payment.
Payment must be made at the time of ordering via credit card on our secure payment gateway. Or you can pay via PayPal. If you are using PayPal for the first time, you will need to register an account with them first.
We accept VISA and Mastercard.
As an online retailer, not only do we strive to provide an easy-to-use service, but a secure environment using the latest in internet technology, including 128bit SSL (Secure Socket Layer) Certification, to ensure that your credit card and personal details are protected. We do not store your credit card details anywhere on our system.
Yes, your vet will receive a commission for referring you to this site when a unique vet code is used.
No, Obay is an automated site using a payment gateway and we are unable to process payments over the phone.

Returns Terms & Conditions:

We accept returns for up to 21 days from purchase, providing it is unopened and in original condition (including packaging), original owner's manuals, warranty card and any included accessories that the product came with. For these purchases you can return your order for exchange or store credit.

You can return your order for a refund in cases where the product was shipped in our error or considered to be faulty on arrival, not fit for the intended purpose or not as pictured on the website. Items returned after 21 days may not qualify for a refund or may incur an extra restocking fee. The customer is responsible for the cost of an item's return unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.

Obay Customer Support Centremust be contacted before returning goods. We can only offer refunds when we have arranged this with you.

We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

If you require further information about our refundspolicy, please see our Terms of Use.

Damaged or Faulty Items:

If you received a damaged shipment or product, please email photos of the damaged item to info@obay.com.au, include your invoice number and name, and we will work with you to resolve the issue.

Contact Us

FOR ALL ENQUIRIES REGARDING:

TRACKING YOUR ORDER

PROBLEMS WITH LOGGING IN

PAYMENT PROBLEMS

PRODUCTS OUT OF STOCK

PRODUCT RETURNS

We prefer to conduct our Customer Service communications by emailing your queries to info@obay.com.au From our experience, we find this to be the most efficient way to have your issues resolved promptly and that your enquiries are answered by the right person with the right knowledge and experience. So instead of being put on hold, bounced around between departments, we focus on resolving your issue in a professional and timely manner.

However, we understand that sometimes you just want to speak to a real person, that's why you can also contact us on our 1300 phone number.

1300 909 817 during our office hours 9.00am - 3.00pm AEST

FOR ALL TECHNICAL QUESTIONS SPECIFIC TO WHICH PRODUCTS TO USE ON YOUR PET:

YOU MUST DIRECT YOUR ENQUIRIES TO YOUR VETERINARIAN FOR THE CORRECT MEDICAL ADVICE.

Your vet's details can be found on the CONTACT US page for easy reference

Customer feedback:

We welcome any feedback. If there is a product that you would like to see stocked on this site, please let us know at info@obay.com.au and if possible we will add this to the website.

Product Data:

Product sales data is supplied to some product manufacturers.

Auto Delivery

An Auto Delivery is a recurring order that you schedule with us - you just set your pets favourite food, treats, meds and more to be delivered at set intervals, and forget it... Your order arrives voila! at the set intervals as requested. It'sgreat for a few reasons: you eliminate the possibility of running low on your pets meds or food because you were time poor or forgot and auto delivery automatically applies sales discounts, and more.

You can find out more about our Auto Delivery service here

The price you pay per Auto Delivery will change according to our stockturnover. At Obay we offer you our best price and will never go above RRP. Often there will be a cheaper price - we always want to make sure you get the best savings.
7 days before we process the payment of your upcoming order, we'll send you an email notification with a price at the time when the notification is generated. This price may change during the time in between the notification was sent and the moment we process the payment of your order. Don't worry if the price on the email doesn't reflect the pricing on the website for your items, as we reassure you that when the order is generated you will either pay the price on the 7 day reminder email OR even less if we find a cheaper price on the day of order confirmation!

Simply login to your Obay account and go to My Account.

From here you can you can update the items included in your Auto Delivery orders, the frequency of delivery and shipping dates.

Once logged in to your account, you can also add new items to your Auto Delivery groups while browsing the Obaywebsite. Simply select 'Add to Auto Delivery' select which group you would like to add it to.

You can choose to cancel or alter an Auto Delivery at any time. If you have decided that Auto Delivery is not for you, simply select the My Account within your account, select the relevant order and click the sub menu (three dots) next to the order total. Here you can select “Permanently delete this order”.You can also modify your order by logging into your account, selecting the Order Management tab and then the relevant order, and making the changes from there.

You will also receive reminders for any upcoming deliveries. These reminders give you the option to have your order brought forward, delayed for a week, or skipped until your next delivery cycle.

We will send you the stock that is available as per usual. For the item(s) which are not available when your order is created, we will work hard with our suppliers to get this to you as quickly as possible.

If you don't mind a short delay, we will continue to work to secure your stock and send them to you as soon as possible. If we are unable to secure them after 7 days, we will automatically cancel the unavailable items in the order and provide a refund.

If we are unable to charge your card on the day your Auto Delivery is due, we will send you an email to advise that your payment was unsuccessful and that we will retry payment in 24hrs. You will then have a day to either top up the funds on your card, or change your default payment method, so that Obay can continue to automatically retry payment the next business day.

If we are still unable to process your order within 48hrs, we will email you to advise we have cancelled your scheduled order.

We are pretty flex at Obay - our Auto Delivery website options allow you to choose a delivery cycle frequency from every 2 weeks all the way up to 26 weeks.

Contact us at Obay and we will do our best to help.

Pet Pharmacy

Ordering your first supply of a prescription medicine requires some extra effort because we are required by law to receive an original copy of the prescription before we can dispense a Schedule 4 (prescription only) medicine. We guarantee that subsequent supplies will be more convenient than collecting the medicine from your veterinarian's office, and we are certain that you will find the small amount of extra effort will be rewarded by our low prices and excellent service.

The steps required to obtain a prescription medicine for your pet are as follows:

1.Ask your vet to write a prescription the next time they would like to dispense a medicine. It may be helpful to present your vet with our prescription template for them to use.

2.Once you have the prescription, you can find the medicine listed on our website under the “Pet Pharmacy” heading. If you have any doubts about which item to add to your cart, or can't find the item on our website, contact us and we can help you out.

3.Please upload a copy of the prescription as you add the medicine to the cart (this is a new feature). Alternatively you may still send the script via email to scripts@obay.com.au.

4.The final step is to mail us the prescription. Please mail the original copy of the prescription to

Obay Pet Pharmacy

Locked Bag 4365

Blacktown BC NSW 2148

Once we have received the prescription, we will dispense the order to you as soon as possible usually within 2 working days.

Customers are welcome to bring their prescription to the pharmacy in ? for priority dispensing, however we would recommend phoning in advance to ensure that the medication is in stock

Australia Post now offers a prepaid envelope with tracking for $2.95 (postage cost included). We strongly recommend that all letters sent to Pet Chemist Pharmacy are sent with tracking.

Obtaining Veterinary Prescriptions

While most veterinarians in Australia are usually more than happy to write a prescription, they are not legally required to do so when requested. If your vet is unwilling to write a prescription, then you can try to find another vet in your area who is happy to write prescriptions. Your pet may require a full consultation with the new vet before they can write a prescription

If you're still having trouble, then please email us at scripts@obay.com.au or call us on 1300 979 817 and we can help you find a vet in your area that will do a consultation with your pet.

Prescription FAQs

A written authorisation from your vet in the form of a prescription is required so the pharmacist can dispense medication for your pet. ObayPet Pharmacy cannot provide any medication without a written prescription.

In line with Australian Veterinary Association (AVA) and state veterinary board guidelines, ObayPet Pharmacy cannot accept prescriptions from online-only telemedicine veterinary businesses.

ObayPet Pharmacy requires original pen signed prescriptions. If your vet only emailed the prescription to you, then please request that they post the original pen signed prescription to us directly

Obay Pet Medication

ObayPet Pharmacy Online facilitates the supply of prescription medications by an Australian registered pharmacist through our website. When purchasing prescription medication through ObayPet Pharmacyonline you know that:

• All prescription medication supplied is sourced from Australian veterinary wholesalers and Australian registered pharmacists,

• All medication available is registered with the Australian Government (TGA or APVMA) or prepared by an Australian registered compounding pharmacist,

• All medication supplied is processed and dispensed by Australian-registered pharmacists.

About Obay

Obay is an Australian owned and operated company with its headquarters in Sydney NSW.

Online yes, but not in person sorry. Obay is an ecommerce store only, this allows us to keep our costs to a minimum and pass the savings on to you.

We prefer to conduct our Customer Service communications by emailing your queries to info@obay.com.auFrom our experience, we find this to be the most efficient way to have your issues resolved promptly and that your enquiries are answered by the right person with the right knowledge and experience. So instead of being put on hold, bounced around between departments, we focus on resolving your issue in a professional and timely manner.

However, we understand that sometimes you just want to speak to a real person, that's why you can also contact us on our 1300 909 817 customer support number during our office hours 9.00am - 3.00pm AEST for website functionality or order issues.

FOR ALL TECHNICAL QUESTIONS SPECIFIC TO WHICH PRODUCTS TO USE ON YOUR PET:

PLEASE DIRECT YOUR ENQUIRIES TO YOUR VETERINARIAN FOR THE CORRECT MEDICAL ADVICE.

Summary

Your veterinarian obviously has your pet's health as their number one priority too. Veterinarians also understand that you are busy and may not always have the time to drop into their clinic during opening hours to pick up your over-the-counter supplies. That is why veterinarians recommend Obay.

You can buy your pet's products from Obay with the knowledge that this website has been recommended by veterinarians.

Obay will deliver your products direct to your door, saving you time.

Compare our prices on all your vet recommended products such as Frontline Plus®, Advocate®, Advantage®, Advantix®, Comfortis®, Interceptor Spectrum®, Sentinel Spectrum®, Drontal® and more.

Remember, to register with your vet's unique code, if you have one, so that you can take advantage of the discounted prices

Email us at info@obay.com.au for further assistance when shopping with Obay